Don't Worry, Be Happy
Anytime you need a fresh point of view, please try another member of our staff! We are a team and we’re happy when you’re happy.
As a courtesy, we call, text and/or email to confirm the date and time at least 24 hours prior to your appointment. If we are unable to reach you and only leave a message, or cannot reach you at all, please understand that it is your responsibility to remember your appointment dates and times in order to avoid missed appointments and cancellation fees. You are always welcome to call and double check any appointments if you're unsure.
We will always try our best to accommodate you if you're running behind, stuck in traffic, etc. However, your tardiness can affect the remainder of our teams' day by delaying them for their guests who come in on time. Guests will generally be allowed a 5-minute grace period. After that time, we will call to check in on you. If you are able to make it in, you may have to forgo parts of the service in order to keep it in the time allotted for you. Please, always call if you even think you might be late; we'd rather know as early as possible so we can do our best to fit you in without upsetting the flow of our day!
In the event that you need to cancel your appointment, please be sure to give us a minimum of a 24-hour notice. We understand that accidents happen, people get sick and/or emergencies occur. We will do our best to accommodate these rare occasions with grace. We do record these occurrences as to prevent abuse of this policy. If this happens twice, we will ask for a credit card on file to book any future appointments. For any services missed from this point forward you will be charged 50% of your scheduled service(s). All first-time guest appointments that are canceled with less than a 24-hour notice are subject to a cancellation fee of 50% of all scheduled service(s). Any appointments that are no showed will be subject to 50% of all the scheduled service(s). Any guest may use their gift card in lieu of a credit card to hold their reservation understanding that should they no-show the appointment, they will forfeit that gift card. Moving/rescheduling appointments in less than 24 hours are considered cancellations.
Card information is encrypted and stored to your customer profile to be used in accordance with our no-show/cancellation policy.
Our gift cards never expire, not redeemable for cash and non-refundable/non-returnable. Any guests wishing to return a card may redeem their card for products/tools that the Factory carries versus services. After one year, any price changes for that service will be responsible by the card holder. The Factory is not responsible for lost/stolen cards. All services are guaranteed.
Your satisfaction is our highest concern. Therefore, you may exchange any product, or receive a store credit for products only, within 30 days of the original purchase. Styling tools are final sale, warranty by manufacturer.
Online bookings are NON-REFUNDABLE if a 24-hour cancellation/reschedule is not given. (Our deposit fee for online booking is 75% of the 'base' pricing for that service, not the technician pricing). We understand that emergencies do happen and will mark a file with 'emergency' notations at that time. We respect your privacy and will never sell or offer your information to another company/individual.
Our Color Guarantee
Should you not be happy with your color experience, please contact us within one week and we will be honored to correct it to your satisfaction. This also applies to using Aveda Hair Care Products with your coloring experience. Using non-professional products to maintain your hair color voids our guarantee, Additional charges may be incurred if a guest has changed their mind since their consultation. We strive to ensure that every guest is happy with their service but also want to guarantee to maintain the health of your hair. We reserve the right to refuse service to anyone at any time should the service not be a responsible fit for that guest.
We want to make sure that you have a great experience while you are with us. If we have not met your expectations, please give us a call and feel free to share. We want to do everything that we can to keep you enjoying what we have to offer you, your friends and your family.